Roubens Benoit
Philadelphia,PA
Summary
Enthusiastic & ambitious technical support specialist, with wide-spread transferable skills in management, sales, and operations. Exceptional ability to connect with people and understand their wants, needs, and desires while delivering excellent service on every interaction.
Overview
9
9
years of professional experience
Work History
Customer Support Specialist, Level 2
Procare Software LLC.
01.2021 - Current
- Deliver excellent customer service and support to end-users via remote connection over the telephone for up to 80% of the workday, while using and operating automated call distribution phone software and Salesforce Service Cloud
- Maintain a positive, empathetic, and professional attitude toward customers at all times
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about product usage and services
- Interact with customers and utilize available resources to identify customer needs and find resolutions
- Follow standard processes and procedures with the ability to improvise solutions as needed
- Redirect, identify, or escalate customer cases to appropriate resources per Company guidelines
- Offer alternative solutions where appropriate with the objective of retaining customer’s business
- Follow up and make scheduled call backs to customers where necessary
- Stay current with software changes/updates and participate in training as required
- Punctual, regular, and consistent attendance
- The phone lines are open from 6 am-9 pm EST (4 am-7 pm MST) and employees will be scheduled a shift within that time frame.
Home Health Aide
Zephoria Homecare LLC
7210 Oxford Ave LL1, Philadelphia, PA 19111
09.2022 - Current
- Helped patients maintain personal hygiene through bathing, and toileting assistance when necessary for dignity preservation.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Assisted with meal planning and preparation according to dietary restrictions, meeting nutritional needs while adhering to personal preferences.
- Maintained a clean and safe home environment for patients, reducing falls and accidents.
- Assisted clients with daily living activities, enhancing their independence and quality of life.
- Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
HR Coordinator
Balancing Life and Kids
05.2019 - 01.2021
- Identified qualified candidates through research on linkedIn an in ATS
- Scheduled candidate screenings and follow-up interviews
- Conducted pre-employment background checks for all employees submitting relevant information to HireRight and conducting reference interviews
- Communicated effectively on the phone, on chat, and/or through email with candidates
- Collaborate with the central accounts team regarding payroll disbursement to present candidates with a clear understanding of their potential salaries and understand the hiring budget.
Transfer Agent
BNY Mellon Asset Servicing
06.2018 - 05.2019
- Supports professional and management staff by providing data related to financial transactions, account information and transaction processing to be used in responses to client inquiries on a daily basis
- Provides basic technical assistance to shareholders and assists in responding to straightforward inquiries and/or errors
- Assists professional and management staff by responding to phone, email and other inquiries regarding fund information, services and procedures.
Customer Service Representative / ESC Processor
Prudential
09.2016 - 11.2017
- Confer with customers by telephone to provide information about products or services, update information, cancel accounts, and obtain details of complaints
- Obtain and examine all relevant information to assess validity of complaints and determine possible causes
- Compare data with source documents, and re-entered updated data for open and annual enrollments
- Develop enrollment forms for clients and transferred returned forms into system databases.
Customer Service Representative
Freedom Mortgage
08.2015 - 09.2016
- Keep records of customer interactions and transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Assess clients' overall financial situation by reviewing income, assets, debts, and expenses to negotiate payment arrangements on delinquent loans
- Explain services and policies to clients, such as debt management program rules, the advantages and disadvantages of using services.
Education
Psychology
Chestnut Hill College
Philadelphia, PA05.2010
High School Diploma -
Cardinal Doughtery High School
6301 N 2nd St, Philadelphia, PA 1912606.2007
Skills
- Proficient in Microsoft Excel, Word, & Power Point
- Data Processing
- Revising Company SOP
- Patient Care
- Personal Hygiene Assistance
- Feeding Assistance
Personal Information
Willing To Relocate: Anywhere
Timeline
Home Health Aide
Zephoria Homecare LLC
09.2022 - Current
Customer Support Specialist, Level 2
Procare Software LLC.
01.2021 - Current
HR Coordinator
Balancing Life and Kids
05.2019 - 01.2021
Transfer Agent
BNY Mellon Asset Servicing
06.2018 - 05.2019
Customer Service Representative / ESC Processor
Prudential
09.2016 - 11.2017
Customer Service Representative
Freedom Mortgage
08.2015 - 09.2016
Psychology
Chestnut Hill College
High School Diploma -
Cardinal Doughtery High School